DEPT OF EDUCATION

The Arizona Department of Education is a service organization committed to raising academic outcomes and empowering parents.

Address: Information Technology Division
Phoenix, AZ 85007

Salary: $51,000 - $56,000 

Grade: 20

Closing Date: 4/3/24

• Provide support by answering phone calls and emails to support all inquiries regarding ADE technology issues . Issues include connection and access issues to all ADE supported application systems and services including, but not limited to, Common Logon, ADEConnect, and the Service Desk.
• ADE technology stakeholders include Local Education Agency (LEA) administration and staff, community members, education partners, ADE employees and the families of Arizona students.
• Assess inbound ADE technology stakeholder inquires for response/resolution or transfer to the appropriate ADE program area, track and route problems/requests and document resolutions, identify and escalate situations requiring other IT teams and/or management attention, and advise ADE technology stakeholders of resolutions and/or appropriate action(s).
• Rare in-state travel is required for this position.
The Arizona Department of Education currently utilizes a hybrid work environment, with up to two days of remote work (contingent upon business needs). Candidates should apply with an ability and willingness to work in-office up to five days per week as business needs necessitate.

• Manage and assess all incoming phone and email inquiries from ADE technology stakeholders to provide resolution, transfer, or escalation
• Service request management including ServiceDesk Support Tickets, Inbound/Outbound Phone Calls, and Inbound/Outbound emails
• Participate in conversations and document concerns regarding identifying trends and resolutions for ADE technology stakeholders related matters
• Participate in weekly team huddles and online or in person team meetings when required
• Other duties as assigned as related to the position

Knowledge in:
• Service request management
• Service request tracking software
• Thorough understanding of IT Tier I support and escalation procedures
• Thorough understanding of issue triage and documentation
• Customer service principles and practices
• General knowledge of vendor technologies, in-house developed applications
• One or more years experience in an IT call center
• A Bachelor's degree in a job related field or degree equivalency: four years job related work experience or an Associate’s degree plus two years job related experience is required
Skills in:
• Proper phone etiquette
• Effective listening skills
• Clean and concise written and verbal communication skills
• Analysis, Evaluation, and Problem Solving
• Researching, reading, and interpreting a wide variety of technical data
• Intermediate skill in using Microsoft Outlook, Word, and Excel
Ability to:
• Develops and sustains productive customer relationships.
• Identifies and understands issues, uses information from different sources to draw conclusions; identifies appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences
• Practices effective conflict resolution
• Effective use of time-management and independently motivated
• Work with non-technical customers with a professional and courteous manner
• Ability to apply problem-solving skills and initiate corrective action
• Work independently and/or collectively and adapt to changing environments and new technologies with colleagues, clients, and team members
• Communicate technical information in simple written and oral form to technical
and non-technical staff/users

Preference will be given to those applicants with Genesys Cloud Call Center experience.

Offers are contingent upon successful completion of all background and reference checks, required documents and, if applicable, a post-offer medical/physical evaluation.

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The State of Arizona provides an excellent comprehensive benefits package including:
• Affordable medical, dental, life, and short-term disability insurance plans
• Top-ranked retirement and long-term disability plans
• Ten paid holidays per year
• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
• Sick time accrued at 3.70 hours bi-weekly
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Deferred compensation plan
• Wellness plans

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

You will be required to participate in the Arizona State Retirement System (ASRS) upon your 27th week of employment, subject to waiting period. On or shortly after, your first day of employment you will be provided with enrollment instructions and effective date.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 542-3186 or emailing Human.Resources@azed.gov. Requests should be made as early as possible to allow sufficient time to arrange the accommodation.